Client Support Manager - Stellenbosch

Placements24; Stellenbosch; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Executive salary

Medical aid

Pension fund contributions

Leadership development opportunities

Job summary

Placements24 in Stellenbosch, Western Cape, is seeking an experienced Client Support Manager to lead a dynamic customer service team. This hybrid role combines in-office collaboration with remote work to deliver exceptional service and drive client satisfaction.

You will recruit, mentor, and manage the support staff, set performance goals, oversee operations, and partner with Sales and Product teams to ensure a seamless client experience. The role rewards leadership and strategic thinking.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 5 years in customer support, with at least 2 years in a leadership role.
• Proven ability to lead and motivate a team.
• Strong understanding of customer support principles and best practices.

Responsibilities

• Lead, mentor, and manage a team of client support representatives.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Oversee daily operations of the customer support department, ensuring efficiency and quality.
• Set performance goals for the team and monitor progress.
• Handle escalated customer issues and ensure timely resolution.
• Analyze customer feedback and support data to identify areas for improvement.
• Collaborate with Sales, Product Development to ensure a cohesive customer experience.
• Develop and maintain departmental policies, procedures, and service standards.
• Recruit, hire, and train new members of the client support team.
• Manage the support budget and resource allocation effectively.

Skills

Team leadership

Customer support

CRM software

Data analysis

Interpersonal skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Client Support Manager to lead their customer service team. This leadership role is critical in setting the standard for client interactions and ensuring the delivery of exceptional support services. You will be responsible for managing a team of support professionals, overseeing daily operations, and driving initiatives to enhance customer satisfaction and retention. This role offers a hybrid work arrangement , combining essential in-office collaboration with the flexibility of remote work, based in the vibrant academic and cultural hub of Stellenbosch, Western Cape . The ideal candidate is a strategic thinker with a proven track record in team management and a deep understanding of customer support best practices. We are committed to fostering a high-performance team that consistently exceeds customer expectations.

Key Responsibilities

• Lead, mentor, and manage a team of client support representatives.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Oversee daily operations of the customer support department, ensuring efficiency and quality.
• Set performance goals for the team and individual representatives, and monitor progress.
• Handle escalated customer issues and ensure timely resolution.
• Analyze customer feedback and support data to identify areas for improvement.
• Collaborate with other departments (Sales, Product Development) to ensure a cohesive customer experience.
• Develop and maintain departmental policies, procedures, and service standards.
• Recruit, hire, and train new members of the client support team.
• Manage the support budget and resource allocation effectively.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Proven ability to manage and motivate a team.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Proficiency with CRM software and customer support platforms.
• Exceptional communication, interpersonal, and presentation skills.
• Experience working in a hybrid work model.
• Ability to work both independently and collaboratively.
• Must be able to attend the office in Stellenbosch, Western Cape for required hybrid workdays.

Benefits

• Our client offers a competitive executive salary, a comprehensive benefits package including superior medical aid and pension fund contributions, and significant opportunities for professional growth and leadership development.
• The hybrid work model promotes a flexible and balanced lifestyle.
• You will have the opportunity to shape the future of customer support within a respected organization, working in a beautiful and dynamic environment like Stellenbosch . Join a company that invests in its leaders and fosters a culture of excellence and innovation.